CCIM Case Manager

2 weeks ago

Leeds, Leeds, United Kingdom Department of Health and Social Care Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our National Supply Disruption Response (NSDR) team as a CCIM Case Manager. As a key member of our Complex Case Investigation and Management (CCIM) team, you will play a critical role in leading the investigation and resolution of complex supply cases.

Key Responsibilities
  • Lead the investigation and resolution of complex supply cases, working closely with clinical experts, supply chain experts, and other stakeholders.
  • Manage a team of HEO case assistants, setting strategic business priorities and driving performance against key objectives.
  • Deliver a high-quality service, responding promptly to new complex cases and managing case workload within the team.
  • Oversee CCIM investigations into supply disruptions, taking responsibility for the flexible, effective, and personalized delivery of customer service, quality, and performance.
  • Monitor case workload, observing and evaluating responses and resolution of investigations of supply disruptions by the CCIM team.
  • Ensure cases are maintained and up-to-date on the case management database.
  • Provide support and guidance to the team in managing cases to prompt resolution.
  • Liaise with key stakeholders to identify decisions that require escalation.
  • Ensure reporting deadlines are met by the team.
  • Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution.
  • Represent the NSDR in corporate groups across the Supply Resilience Directorate, ensuring information and knowledge are shared in a timely manner.
  • Ensure accurate and sustained record management within the case management system and shared outlook inbox.
Requirements
  • Excellent customer service skills, with the ability to build and maintain effective relationships with a wide range of stakeholders.
  • Strong and effective leadership experience, using your own initiative, with the ability to lead through others and make sound, complex decisions at pace.
  • Lead performance within your business area, undertaking regular face-to-face performance reviews with your direct reports, identifying risks to performance achievement, and driving forward continuous improvement.
  • Ability to communicate with clarity, conviction, and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes.
  • Able to work at pace with excellent organizational skills, a good multi-tasker that can prioritize effectively to manage workload in demanding situations.
  • Excellent written and oral communication skills, with sensitivity and understanding, and the ability to confidently engage with stakeholders to make outputs easy to follow and to understand.
  • Proficient in Microsoft Word, PowerPoint, Excel, Outlook, and Teams.
Working Arrangements

You will be based in your contractual primary workplace, usually either London or Leeds. We offer non-contractual hybrid working, with a minimum of 60% of your working time spent in the office, enabling in-person interaction and collaboration and enhancing team working, learning, and support.

Some travel may be required across the DHSC estate. Opportunities for working from home may be available, and other flexible working options may be discussed with the hiring manager in line with individual circumstances and business need.

Behaviours

We will assess you against the following behaviours during the selection process:

  • Leadership
  • Managing a Quality Service
  • Communicating and Influencing
  • Seeing the Big Picture
Benefits

Alongside your salary of £40,025, the Department of Health and Social Care contributes £11,595 towards your being a member of the Civil Service Defined Benefit Pension scheme.

You will also have access to:

  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • An average employer contribution of 27%

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